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New Member
Posts: 1
Registered: ‎09-09-2019

Formal Complaint

Hi,

 

I recently made a purchase yesterday on the Arlo pro 2 6-camera security camera system in store.

The person helping was wonderful and i went ahead and gladly made my purchase.

 

When I returned home and showed my husband the purchase, he then told me this was the wrong one, so we happily went back to the store to make the return the very same day (within hours after purchase).

 

I was then notified by the customer service at the returns desk that we needed to wait for a manager....Which seemed odd to me, but we waited non the less.  Once the manager arrived he was very stern, unfriendly and flat out rude. 

 

Why I say this?

 

1st:  He did not greet us.

 

2nd: Directly said to me "we do not issue cash refund over $500"(I then looked online on best buy cash returns and it clearly says over $800. Not $500....) I would've gladly taken the $500 in cash and put the rest on a gift card.

 

3rd: He flat out lied to me and my husband to our face.  He insisted that we will receive the return check the very next day and kept saying it we will receive it tomorrow next day air.  When I questioned him that today is Sunday how is someone going to mail a check to us now (already passed 6pm) for us receive tomorrow.

 

4th: He (the manager) kept avoiding and walking away from us when we continued to question him. 

 

To no resolution, I came home and decided to all best buy directly just to confirm my suspicions. I was redirectly to the financial dept and after explaining the entire situation.  She kindly apologized, but unfortunately my suspicions were right.  The manager did blatantly lie to us and that refund check usually take 13-15 business days...... She then suggested that I should continue to go back to the store and demand some type of explaination.

 

This manager showed no remorse and was rude.  We should not have been treated this way and lied to.

Aside from this the complaint here.  I will also be seeking other options.  I was very confident in best buy for many years and now I and very disappointed and will honestly say.  I will no longer be a returning customer.

 

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Posts: 351
Topics: 8
Kudos: 59
Solutions: 18
Registered: ‎11-23-2018

Re: Formal Complaint

Hey, wendyc828,

 

Thanks for creating a profile here on the Best Buy Forums. Welcome to this awesome community and platform. We wish you were connecting under better circumstances, but we are happy to embrace you here!

 

Per the terms of our Return & Exchange Promise, with a few exceptions, we will reimburse you for returned items in the same way you paid for them. If you prefer, you can make an exchange for the same item.

 

For returns by mail, once we receive your return, we will process it within 2–3 business days. Depending on your bank's processing time, it may take up to 7 days after we process the return to reflect on your account.

 

If you paid more than $800 in cash or more than $250 by check or by a debit card without a major credit card logo, we will refund you by check within 10 business days. Any amounts deducted from a gift card will be credited to the gift card.

 

This situation seems quite odd, and certainly not consistent with the Best Buy brand, so we’d like to chance to review this further with you. To do so, can you please send me a private message with your full name, email, phone number, and Customer Service Pin from your receipt. Please be sure to click the blue box in my signature to ensure the information stays private.

 

Kindly,

Quinton|Social Media Specialist | Best Buy® Corporate
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